Around the world, some 60% of consumer interactions with companies take place online. This figure has risen significantly since the onset of the pandemic, up from about 40% in 2019.

Travel tanked in 2020, as the onset of the Covid-19 pandemic shaved US digital travel sales by 50.0%. This is the first year sales will pass what they were in 2019, and the number of digital travel bookers in the US won’t return to what it was in 2019 until 2024.

Consumers expect personalized experiences. Despite the business benefits personalization delivers, many brands struggle to manage the complexity of an enterprisewide program. Engaged CMOs can elevate their organization’s approach and deliver success.

Big-box retailers are aggressively upgrading their beauty offerings to attract returning in-store shoppers and younger, digital-first consumers.

Among executives worldwide, 72% believe the metaverse will have at least some positive impact on their organization. Some 13% expect this mixed-reality realm to redefine their industry, while 28% think it will enable new business practices and help them reach new customers. Another 28% anticipate the metaverse will have minimal or no positive effect on their company.

AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.

On this episode of Brand Anatomy, Briefing director Jeremy Goldman sits down with Ashley Ross, Bank of America’s head of customer experience (CX). Hear how the bank pivoted its service model during the pandemic, leveraged technology and personalization to better serve its customers, improved the ROI of CX—and how customer feedback helped Bank of America build a stronger brand.

For our recent “Ecommerce and Retail Customer Experience 2021” report, we spoke with Sasha Siddhartha, co-founder and CTO of Thrive Market, about how the company uses first-party data to improve personalization and, in turn, drive customer loyalty.

eMarketer was pleased to moderate a Tech-Talk Webinar featuring Decibel by Medallia’s Cindy Lynes, director of product marketing, and Nissan’s Dip Shah, senior manager, global CX optimization. They discussed how marketers can create better customer journeys, and deliver bottom-line results.

The top digital CX priorities for companies worldwide

How impersonal interactions can cost companies

We recently spoke with Sarah Hodkinson, head of direct acquisition at NortonLifeLock, about the value of focusing on customer experience (CX), why organizations find it so difficult to implement, and how to measure CX success.

Critical as it is, customer experience (CX) wouldn’t offer competitive differentiation if every brand was successful at delivering strong CX.

After a turbulent year, customer expectations around experience have changed. While many organizations are making progress toward meeting these new demands, more are struggling to consistently deliver the best possible customer experience (CX).

For years, delivering strong customer experience (CX) has been critical to an organization’s success—yet it’s still difficult to deliver on. Here’s how marketers need to think about CX success in 2021.

Every touchpoint a consumer has with a brand—be it a TV ad, a social media post, a call to customer service or a branded end-cap—is part of the customer experience. For years, marketers and their companies have been working hard to make the sum of those experiences as cohesive and value-additive as possible. But like many marketing efforts, such endeavors are often met by taking two steps forward, one step back.

Most companies prioritize customer experience efforts, but few have mastered them. This report looks at ongoing customer experience challenges and highlights success with select elements.

To deliver an effective customer experience, marketers must first identify their customers and audiences. This report focuses on how marketers identify audience segments and target groups today.